Bill Kalmar
In 1957, the Soviet Union launched the world’s first orbiting satellite, Sputnik. This elliptical sphere the size of a basketball took 98 minutes to encircle the earth and emitted a...
David Zatz
Chrysler is stepping up their use of team-based manufacturing, moving away from the “Fordist” approach that’s been continually embraced and rejected by global automakers. Their...
Corporations throughout the world are losing billions in wasted quality-project spending, and this waste is carefully hidden from both management and investors. A new global research report...
Quality Digest
As China’s automotive suppliers rush to meet the demands of the world’s fastest-growing automotive market, an overcapacity problem already may be brewing, according to a new study written by...
Craig Cochran
Internal auditing is one of the most routine improvement tools available to organizations. In fact, it’s so ordinary that auditors sometimes forget the underlying principles of auditing. Auditors...
Ken Levine
Lean Six Sigma and other continuous improvement initiatives require effective teamwork, and effective teamwork requires good meetings. Ineffective meetings are the reason many organizations fail to...
Bill Kalmar
You see and hear them everyday--signs and commercials heralding “Customer service is No.1,” “We treat you like family,” or “The customer is always right.” The other day I came across a particularly...
Bill Kalmar
You see and hear them everyday--signs and commercials heralding “Customer service is No.1,” “We treat you like family,” or “The customer is always right.” The other day I came across a particularly...
Craig Cochran
Customer focus doesn’t evolve on its own. It’s carefully cultivated over time through a variety of processes. At the forefront of this effort is leadership. The organization’s...
Russell T. Westcott
Early on you recognized the economic effect of shipping defective products to customers and/or providing inferior services. You countered this deficiency with elaborate inspection proceduresIn more...
"Es ris!" (“It’s snapped!”) This apocalyptic line from Richard Wagner’s Götterdämmerung (Twilight of the Gods) referred to the thread of fate or destiny...
Thomas R. Cutler
Many organizations are turning to outside operations-expense management companies due to the recognition of billing scrutiny as a key quality control and quality assurance issue. “When performing...
Cheryl Ajluni
In today’s fast-paced electronics industry, original equipment manufacturers (OEMs) design, manufacture and service a broad range of products that include fuel cells, pacemakers and wireless...
Thomas R. Cutler
In repetitive manufacturing, it’s possible to apply statistical process control (SPC) techniques to purchased components and manufacturing quality as well as scrap and yield. Statistical analysis is...
Paul McNamara
Brutally competitive markets are driving companies to design, build and improve their products faster and at lower costs. Faced with this economic climate, companies are understandably intent on...
Joseph A. DeFeo
Once the transformations described in the first of this two-part series have occurred, all organizations should follow a roadmap to achieve and sustain major, organizationwide and beneficial change...
Joseph A. DeFeo
The challenges leaders face now are greater, increasingly complex and more difficult than ever before. Their response will decide the success or failure of their organizations in the future. The...
Craig Cochran
Training is profoundly strategic. It’s a process aimed at improving the single most important resource in the organization: people. Nothing affects customer loyalty more than the behaviors and...
Robert F. Hart, Ph.D., and Marilyn K. Hart, Ph.D.
A steel mill had a quality problem in the manufacture of cold-rolled steel for use in applications such as automobile hoods. Several hot-rolled coils were welded end-to-end to form a long continuous...
Barbara A. Cleary
Donald Trump’s dramatic, “You’re fired!” on the reality show “The Apprentice” is just entertainment to most people. To teams of summer interns at PQ Systems Inc....
